AI contact centers now operate as cloud-based control layers that embed automation directly into CCaaS workflows whilst maintaining human oversight for complex and high-risk interactions, but organisations must approach implementation cautiously as the cost-per-resolution for generative AI is projected to exceed $3 by 2030—higher than offshore agents—due to hidden infrastructure expenses, talent costs, and the end of vendor subsidies that currently artificially suppress pricing. Rather than pursuing full automation, contact center leaders should focus AI deployment on high-value use cases like triage, summarisation, and agent assistance, whilst preparing to rehire staff under different roles as the technology proves insufficient for complete replacement of human judgment and empathy.
AI’s Broken Promise: Customer Service Automation Costs Set to Soar cxtoday.com
How AI Contact Centers Work: CCaaS, Automation, and Human Oversight cxtoday.com